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Job Description

08/10/2017 08/17/2017
PHOENIX 31,111.00-35,736.00


Arizona Department of Economic Security


Child Support Services Call Center Agent

3443 North Central Avenue, 16th Floor, Phoenix, AZ 85012


Openings: 6


Arizona Department of Economic Security (DES) works with families, community organizations, advocates, and State and Federal partners to realize our collective mission to make Arizona stronger by helping Arizonans reach their full potential through temporary assistance for those in need. To learn more about DES visit DES Overview and visit our careers page to see current job opportunities. Join the DES Team!



The Division of Child Support Services (DCSS) is seeking experienced and highly motivated individuals to join our team as a Child Support Services Call Center Agent. Major duties and responsibilities include but are not limited to:

- Assists in collection efforts by handling a high volume of incoming calls and emails from custodial and non-custodial parents, caretakers, employers and other jurisdictions. The Bilingual Call Center Agents will be handling a high volume of incoming calls and emails from both English and Spanish speaking customers

- Reviews and analyzes the automated case management system, interpreting data and responding to callers (in both English and Spanish for the Bilingual Call Center Agents)

- Provides excellent customer service with stakeholders, community partners, internal and external customers, subordinates, peers and management

- Responsible for the quality and timeliness of work products, courtesy and effectiveness in provision of child support services to clients, absent parents, state agencies and judicial entities

DCSS is currently hiring for English and Bilingual Call Center Agent positions.


- Knowledge of In-bound/Out-bound call center policy, procedures and regulations through extensive experience

- Knowledge of interactive voice response systems, automated dialers and the computer system; automated office systems and equipment

- Skill in Interviewing techniques to obtain accurate information; handling a volume of in-bound calls; meeting established response times to resolve questions, issues and discrepancies; monitoring, tracking and analyzing data

- Excellent oral and written communications to establish and maintain an effective working relationship with a diverse group (clients, co-workers, attorneys, and other court and legal system staff)

- Ability to meet performance measures while providing excellent customer service; maintaining up-to-date knowledge of policy and procedures; improve performance with call center hardware and software; analyze and interpret data related to court orders

- Ability to effectively use the automated case management system; effectively use electronic messages as a communication tool; understand related child support enforcement techniques and activities

- Ability to work from 9:00 a.m. to 5:30 p.m. Monday through Friday

- Bilingual Call Center Agents must take and pass, pursuant to Department standards, a Bilingual Spanish conversation test as well as have the ability to communicate competently in English and Spanish (written and verbal). 


DES promotes career development by offering a learning environment, team oriented culture. Our new hires enjoy several other benefits such as paid holidays, vacation days, sick leave, medical, dental, and vision benefits, tuition reimbursement, and participation in the Arizona State Retirement Plan. Click here to learn more about benefits.


Staffing Disclosure

Applicants will be required to:

- Have a current, valid state issued driver’s license appropriate to the assignment. Employee is subject to driver’s license record checks and must maintain an acceptable driving record, valid motor vehicle insurance and registration, and must complete any required training (see Arizona Administrative Code R2-10-207.12).

- Apply for and show proof of receipt of a valid Arizona Fingerprint Clearance Card that meets Level One requirements

- Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees

- Be subject to a search of Child Protective Services Central Registry

- Successfully pass background and reference checks. Employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions


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DES is an Equal Employment Opportunity Employer and ADA Reasonable Accommodation Employer

Persons with disabilities and veterans are encouraged to apply

Fair and Equal Employment Opportunity Practices: DES does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, marital status, parental status, or military service.

Reasonable Accommodation Request: During all stages of the recruitment process, persons with a disability may request a reasonable accommodation which includes but are not limited to a sign language interpreter or an alternative format of documents. If you would like to request a reasonable accommodation, please contact DES Human Resources Administration at (602) 771-2870. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.

If you experience technical issues while applying for this position, please dial 602-542-4700 or email [email protected]


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